The tables below outline the information submitted to the FSA.
Complaints data
Name: The Co-operative Banking Group
Group: The Co-operative Banking Group
Period covered in this return: 1st January 2012 – 30th June 2012
The brand / trading names covered: The Co-operative Bank (including smile & Britannia), Co-operative Insurance Society, CIS General Insurance, CIS Policyholder Services, CIS Unit Managers Ltd, The Co-operative Asset Management, Platform Home Loans Ltd, Co-operative Bank Financial Advisers.
| Product / Service Grouping | Number of complaints opened | Number of complaints closed | Complaints closed within 8 weeks (%) | Closed complaints upheld by firm (%) |
| Total |
61253 |
52182 |
97.9% |
61% |
To put these figures into context this represents 4.67 complaints reportable to the FSA per thousand live accounts, products or portfolios (as at 31st March 2012) were received during the reporting time period which may include multiple complaint elements for the same customer.
The results above provide an overview of complaints received in respect of all the trading names used by The Co-operative Banking Group. We have split the results of the five largest trading names, each of which has received over 500 complaints for the last reporting period. These are:
The complaints data for each of these trading names are shown below.
The Co-operative Bank including smile and Britannia
Firm name: The Co-operative Bank plc
Group: The Co-operative Banking Group
Period covered in this return: 1st January - 30th June 2012
Brand / trading names covered: The Co-operative Bank, Britannia, smile
| Product / Service Grouping* | Number of complaints opened | Number of complaints closed | Complaints closed within 8 weeks (%) | Closed complaints upheld by firm (%) |
| Banking |
15684
|
13864
|
97.70%
|
45.12%
|
| Home Finance |
1455
|
1189
|
98.07%
|
45.16%
|
| General Insurance & Pure Protection (incl PPI complaints) |
30819
|
24200
|
99.18%
|
78.76%
|
| of which PPI complaints |
30635
|
24029
|
99.17%
|
79.00%
|
| Decumulation, Life & Pensions |
174
|
163
|
99.39%
|
14.72%
|
| Investments |
106
|
95
|
92.63%
|
51.58%
|
| Total |
48238
|
39511
|
98.61%
|
65.62%
|
To put these figures into context just over 6 complaints (6.2) reportable to the FSA were received per thousand live policies, accounts or investment products (as at 31st March 2012) during the reporting period. PPI complaints have increased by over 19,000 from the second half of 2011 . Excluding PPI, complaint volumes equated to 2.3 reportable complaints per thousand live policies, accounts or investment products.
Co-operative Insurance Society
Firm name: Co-operative Insurance Society
Group: The Co-operative Banking Group
Period Reported: 1st January - 30th June 2012
Brand/trading names covered: The Co-operative Insurance, The Co-operative Investments
| Product / Service Grouping* | Number of complaints opened | Number of complaints closed | Complaints closed within 8 weeks (%) | Closed complaints upheld by firm (%) |
| Banking |
N/A
|
N/A
|
N/A
|
N/A
|
| Home Finance |
N/A
|
N/A
|
N/A
|
N/A
|
| General Insurance & Pure Protection |
731
|
709
|
97.04%
|
27.93%
|
| Decumulation, Life & Pensions |
2679
|
2467
|
95.87%
|
38.27%
|
| Investments |
201
|
197
|
97.46%
|
37.06%
|
| Total |
3611
|
3373
|
96.21%
|
36.02%
|
To put these figures into context just over 1 complaint (1.1) reportable to the FSA was received per thousand live policies or investment products (as at 31st March 2012) during the reporting period.
CIS General Insurance Ltd
Firm name: CIS General Insurance Ltd
Group: The Co-operative Banking Group
Period covered in this return: 1st January - 30th June 2012
Brand/trading names covered: The Co-operative Insurance
| Product / Service Grouping* | Number of complaints opened | Number of complaints closed | Complaints closed within 8 weeks (%) | Closed complaints upheld by firm (%) |
| Banking |
N/A
|
N/A
|
N/A
|
N/A
|
| Home Finance |
N/A
|
N/A
|
N/A
|
N/A
|
| General Insurance & Pure Protection |
7634
|
7698
|
94.67%
|
53.72%
|
| Decumulation, Life & Pensions |
N/A
|
N/A
|
N/A
|
N/A
|
| Investments |
N/A
|
N/A
|
N/A
|
N/A
|
| Total |
7634
|
7698
|
94.67%
|
53.72%
|
To put these figures into context 4.4 complaints reportable to the FSA per thousand live policies (as at 31st March 2012) were received during the reporting period.
CIS Unit Managers Limited
Firm name: CIS Unit Managers Limited
Group: The Co-operative Banking Group
Period covered in this return: 1st January - 30th June 2012
Brand/trading names covered: CIS Unit Managers Limited
| Product / Service Grouping* | Number of complaints opened | Number of complaints closed | Complaints closed within 8 weeks (%) | Closed complaints upheld by firm (%) |
| Banking |
N/A
|
N/A
|
N/A
|
N/A
|
| Home Finance |
N/A
|
N/A
|
N/A
|
N/A
|
| General Insurance & Pure Protection |
N/A
|
N/A
|
N/A
|
N/A
|
| Decumulation, Life & Pensions |
N/A
|
N/A
|
N/A
|
N/A
|
| Investments |
539
|
523
|
97.71%
|
20.46%
|
| Total |
539
|
523
|
97.71%
|
20.46%
|
To put these figures into context just over 2 complaints (2.4) reportable to the FSA per thousand live policies or investment products (as at 31st March 2012) were received during the reporting period.
Platform Home Loans Limited
Firm name: Platform Home Loans Limited
Group: The Co-operative Banking Group
Period covered in this return: 1st January - 30th June 2012
Brand/trading names covered: Platform
Products included:
| Product / Service Grouping* | Number of complaints opened | Number of complaints closed | Complaints closed within 8 weeks (%) | Closed complaints upheld by firm (%) |
| Banking |
N/A
|
N/A
|
N/A
|
N/A
|
| Home Finance |
548
|
501
|
100%
|
19.76%
|
| General Insurance & Pure Protection |
N/A
|
N/A
|
N/A
|
N/A
|
| Decumulation, Life & Pensions |
N/A
|
N/A
|
N/A
|
N/A
|
| Investments |
N/A
|
N/A
|
N/A
|
N/A
|
| Total |
548
|
501
|
100%
|
19.76%
|
To put these figures into context we received (9.2) complaints per 1,000 live policies or accounts (as at 31st March 2012) were received during the reporting period.
*Explanation of product/service groupings:
Banking: this includes current accounts, savings accounts, credit cards, unsecured loans.
Home Finance: mortgages and home improvement loans.
General Insurance & Pure Protection.
- Co-operative Insurance Society: this includes life insurance products such as level term assurance, decreasing term assurance and critical illness policies
- CIS General Insurance: this includes home, motor, travel and pet insurance products
- The Co-operative Bank: this includes home insurance products sold under the Britannia brand.
Payment Protection: this includes all Payment Protection Insurance (PPI), Overdraft Protection Insurance (OPI), Card Protection Insurance (CPI) and Mortgage Payment Protection (MPPI).
Decumulation, Life & Pensions: this includes pension products, with profit endowment products, with profit bonds and annuity products. Decumulation products turn existing capital into income in retirement.
Investments: this includes unit trusts and stock & shares ISA products, investment bonds and personal interest bearing shares.
